Cash Management

• Must have an experience of managing a team size of 10
• Provide coaching, feedback, and ongoing training to team members to enhance performance
• Effectively manage queue and balancing of work loads
• Monitor team performance metrics, on all types of work and able to review and shared feedback and mitigation plan
• Ensure that the guidelines are followed as per standard procedures
• Exception handling query from customer for which they called and able to provide a solution withing a short timeframe. 
• Should be able to understand transaction flow and able to help customer to inform with their amount due for payment, sharing payment status, invoice copy.
• Must have good understand of refund process and able to help customer with their legal refunds within define TAT and providing them right information on the refund status.
• Ensure that the quality of the transactions is in compliance with predefined parameters 
• Should review and provide feedback on SOP’s and Governance deck and MI reporting
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns 
• Understanding of commission/agency statement procedure will be an added advantage
• Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors)
• Prepare performance reports of each employee on accounts work  assigned to them or they handled
• Managing all daily BAU of the process

Responsibilities

• • Good communication both written and verbal
  • Good knowledge of collections strategy and client management experience during call
  • Knowledge of multiple ERP systems will be an added advantage.
  • Good decision-making skill.
  • Committed to achieving specific objectives and takes ownership for accomplishing them.
  • Effectively balances quality, customer service and productivity standards
  • Ability to prioritize & multi-task
  • Exhibits meticulous attention to detail

Qualifications

• • Graduate in accounts. B. Com Hons is preferred
  • Minimum 6 years to 8 years of experience in an international OTC and R2R process from Retail industry 
  • System understanding of IBM I (iSeries)], Worldpay, Blackline, Bottomline and HSBC Banking platform will be and added advantage
  • Must have client management experience and experience of managing a team size of 10 members